QUALIFICATIONS AND ENTRANCE REQUIREMENTS:

Skills and Knowledge

·         Minimum of 5-7 years technical support experience (phone support desirable, hands on support is a plus)

·         Technical support experience in healthcare IT highly desirable

·         Proven track record of first call resolution & great customer service in a high volume support environment

·         Excellent customer service and interpersonal skills primarily on the phone for technical support

·         Ability to implement customer service standards and follow guidelines, as well as to help others interpret policy

·         Thorough understanding of trouble ticket management system

·         Demonstrated problem-solving skills

·         Ability to maintain a high level of client trust and confidence in the knowledge of and concern for clients’ needs while multi-tasking & addressing the technical needs of the environment

·         Solid project and resource management skills and experience with problem management in multiple locations, including remote locations

·         Technical and non-technical communications skills

·         Ability to establish user trust and confidence in the group’s knowledge of and concern for users’ business needs

·         Broad range of network and desktop knowledge is highly desirable, including experience in:

—     Desktop: Windows 2000, XP & Vista Microsoft Office 97-2007 Outlook & Exchange configurations, McAfee & Symantec anti-virus  

—     OS: Microsoft Windows 2000, XP &Vista and Macintosh

—     Hardware: Dell Optiplex desktops & Latitude laptops and Dell & HP printers

—     Protocols: TCP/IP, IPX, AppleTalk, Ethernet

—     Technologies: SMS, Remote Desktop/Assistance, Citrix, ODBC, VPN, application security,  and major clinical IT applications

Experience

·         Bachelor’s degree in Computer Science, Engineering, or related discipline

·         Microsoft Active Directory & XP pro certified

·         CompTIA A+, Security+ are helpful

·         Technical proficiency in a broad range of technical hardware and software

·         Demonstrated knowledge of current PC computing technology

·         Familiarity with Windows Active Directory LAN environments

·         Knowledge of ITIL best practices is also desirable

Please forward all resumes to ( alext@aasearch.net )